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Date Added: Wed 14/09/2022

Fintech Operations Manager

London, UK
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Job Type: Permanent, FullTime

Salary: £45,000 - £65,000 per annum

Operations Manager

We are on a quest to be the world’s most proactive bank. We improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. Starting out with a debit account and credit card, we are broadening our portfolio and setting the foundations in place for a positive, supportive and thoughtful new Fintech.

Purpose of Role of Operations Manager:

The Operations Manager will be responsible for the day-to-day management of the frontline Customer Account Advisors, as well as supporting our outsourced Customer Service and Collections teams. Being the first port of call for customers, this role is a key part of ensuring exceptional customer service and support is delivered.

The Operations Manager will be passionate about championing a 'customer 1st’ culture, providing great solutions to our customers to ensure they can effectively service their products and take charge of their finances whilst meeting our compliance obligations.

Responsibilities of the Operations Manager:

  • Recruit, lead and develop a high performing team to create a customer centric culture with a strong focus on delivering consistent service standards, positive customer outcomes and a culture of continuous improvement.
  • Act as single point accountability for the day to day management of the Department and broader team to ensure the daily running of the site/s is consistently meeting agreed service levels.
  • Responsible for driving performance through inspirational leadership, creating an innovative culture by continually up-skilling the capability of staff.
  • Lead the culture within the Operation to ensure it is aligned to our values and create/maintain a positive working environment ensuring a highly motivated customer focused team
  • Design, develop and/or deliver training to ensure great customer outcomes and high staff/customer retention rates.
  • Manage the day to day operational performance of the outsourced Customer Service and Collections Teams. This will include their initial and ongoing training, development and ensuring a close working relationship with their management team.
  • Create new and maintain existing standard operating processes, internal and external, ensuring they are accurate, up to date and have received the appropriate level of approval.
  • Support the Head of Operations to drive the development and implementation of longer-term enhancements to improve the performance of Operations and the customer experience.
  • Deliver performance at the optimal cost. Identify business improvement opportunities to realise cost efficiencies and/or improve the customer journey, presenting well thought through ideas and results to key senior stakeholders.
  • Partner with the finance team to design and maintain an operational capacity plan to ensure appropriate resourcing to maximise operational effectiveness.
  • Support in the identifying and managing key operational risks and managing mitigation appropriately.
  • Contribute to, and lead where necessary, the contact strategy for Operations, ensuring that all possible contact mediums are utilized effectively.
  • Introduce, manage and lead the sources of gaining customer insight from the Operations team and provide to key stakeholders and utilise to drive process improvement. Assist marketing in gaining and interpreting feedback externally to drive Operational and customer experience improvements
  • Own the quality agenda within frontline Operations, taking a pro-active lead where there are emerging trends to ensure these are addressed.
  • Manage the Complaints function, ensuring Complaints are appropriately recorded, investigated and resolved within regulatory timeframes.
  • Define and seek to source appropriate Management Information for the Operations function and utilise to report to key stakeholders as well as managing and improving performance.
  • Deputise for the Head of Operations and act as second in command, representing Operations within appropriate Committees when required.

This job description will change from time to time and will be reviewed annually.

Requirements of the Operations Manager:

  • 5 years’ experience of managing or supervising staff in a customer-facing environment, ideally in the banking/financial services sector.
  • Experience in the use of remote support technologies.
  • Experience in the use of Microsoft Office software.
  • Familiarity with web and mobile applications, with the ability to adapt rapidly to changes and new technologies.
  • Excellent interpersonal skills with the ability to build rapport.
  • Excellent communication skills (both written and oral).
  • Ability to motivate and engage a team
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